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4

@Lyndaespoir - I would turn them away and refuse them entry on arrival. If I let 3 people stay in a 2 person room (regardless of the age of the third person) I risk jail time and huge fines for breaching local laws of overcrowding tourist accommodation. I wont take this risk, so I wouldn't let them in. They've had fair warning of your policy and ample time to find another accommodation. Essentially are b.com asking you to break the law? Surely they can't penalise you for enforcing the local laws? I'd then mark the guests as a non-payment "no show".

11 months ago

4

I have had such big problems with this (people including their 21 year old CHILD! and people showing up with children they haven't booked for in rooms that can only sleep 2 adults), so I have made booking.com bookings no children at all. I realise I probably loose bookings because of this, but I also don't have to deal with the problems. It says plain and clear on our property page "children can not be accommodated at this hotel" yet people STILL arrive with children. Sometimes I can let them in - I can move them to a larger room (and change them more), but if they've booked a 2 person room for 2 people then arrive with a child as well and I'm fully booked (which often happens as we only have 5 rooms and only 2 can sleep a third person), there's nothing I can do except cancel their booking and turn them away. Sadly this does happen a few times per year but the penalty for me if I let them in and get caught is +$3000 and 6 months in jail for overcrowding tourist accommodation. Is your target market families? If it's not, I'd remove the child option and save the headaches.

1 year ago

4

We offer both - guests can choose between self check-in (keysafe) or face to face checkin at the office. About 60% choose self check in, which surprised me a bit but gives me more time for "me" not having to wait around. I do check on them and made sure all is OK via text message and make sure they know we are here if they have any questions or need anything.

1 year ago

4

We print return guest cards (business card sized) offering guests who stay with us a special promo if they return (and book direct)

1 year ago

4

Ask them to leave, or insist they do. Or tell them to take the dog home or to a carer, then return. Our operating licence stipulates it is illegal for us to allow pets inside our accommodation, it in breach of the food handling component of the health act we operate under. Maximum occupancy limits also fall under this act. As owner, I would get serious penalties (+$3000 in fines and 6 months in prison) for allowing this if caught - this is not a risk I am willing to take and have evicted a few people over the 12+ years I've owned this business. I assume you have clearly explained the rules when they booked, so they have no excuses, they have broken the rules - It might be a bit harsh, but I'd evict them.

1 year ago

4

If the customer cancelled on the 6th and you got a cancellation notice from b.com, this should no longer be your responsibility.

1 year ago

4

Laura - I created my online welcome book through a company called TouchStay - https://touchstay.com/. They have a basic template that you customise and add menu items specific to your own property. It ends up as a website layout comprehensive FAQ.

My welcome email sets out our check in and check out times, and requests an ETA. It give directions on how to get to us. Links to the current weather and links to things to do in the area. We have a comprehensive online guest book that is very detailed with many FAQ's answered, our welcome email also provides a link to that.